Rated 5 out of 5 by Danielle23 Fabulous Hotel in Paradise
This was my first time in Hawaii and I had a wonderful time especially because of the hotel I got to call my home for the week. The hotel and its surroundings were absolutely gorgeous. To boost the wonderful ambiance that was found everywhere, the staff was excellent and very helpful. After touring other hotels around the same area, I still would choose the Sheraton and would stay at it again in a heartbeat ! Nothing beats sipping on a frozen drink while floating in the infinity pool over looking the ocean at sunset !
March 28, 2013
Rated 1 out of 5 by mimi222 disappointing to say the least
Stayed at Sheraton over 12 years ago and couldn't wait to return. Booked 3 rooms for 2/3 days in Nov. Ocean room very generic is decor. Black fluff found on bed sheets. When asked to have sheets changed, maid quite rude. Hotel reeked fo cigarette smell. Sheraton even booked one of our rooms that allows smoking. Had to be change because person meant to stay in that room suffers with asthma. Met with a cold reception at desk when trying to change room
Sad that Sheraton has deteriorated so much. Needs major renovation.
January 12, 2013
Rated 4 out of 5 by Christie Some rooms out-dated, but good service
The arrival to the hotel was the worst part of the trip. I made a reservation a year in advance for a 2 double bed room. Upon arrival they did not have one available. They offered me a triple bed room that was extremely out-dated and Sheraton should be embarassed about the state of this room. I asked for a better room and they offered me a 1 king room which was unacceptable. After waiting for 2 hours for a solution I asked to speak to the hotel manager. Only then was I offered a 2 double bed room that fitted our original booking needs. After an 11 hour flight, no one should have to wait 2 hours to get a hotel room that was booked a year in advance. However, after a solution was found the service provided by the hotel for the remainder of the vacation was terrific!
April 3, 2013
Rated 5 out of 5 by travelnut An excellant place to stay
Will always stay at Sheraton Waikiki in Honolulu, million dollar views from balcony, lovely rooms, staff excellent and facilities top notch. Infinity pool is a bit crowded but other pool is available and the beach is a step away. Food in room service not always of good standard and restaurants have limited menus but plenty of places nearby to eat so this didn't affect us at all. Reception staff made you feel welcome and very happy to be there. Would recommend this resort to anybody, its just a great place.
June 6, 2013
Rated 2 out of 5 by Blesdib AWKWARD!!
Upon entering our oceanfront room we encountered two naked people, my husband and I backed out of the room very quickly! This gave our trip a start that we will not soon be able to get out of our minds. The manager was sorry it happened (yea, us too!) but did very little to compensate us for our AWFUL experience. She kept saying just let me know what I can do, GIVE ME A BREAK!! If you don't know how to right this situation YOU SHOULD NOT BE MANAGING A HOTEL!!!
We will never stay in a Sheraton again!!! ALOHA!!
December 21, 2012
Rated 4 out of 5 by kathyz Beautiful views, great location
Can't beat the location for Waikiki and the ocean views, common areas are well maintained but our sleeping room was tired, small and sparse. Paid for a king room with ocean view, got a room with double beds because no kings were available. My husband is 6'4" so sleeping was difficult. Staff were wonderful except pool bar attendants D and B. They appeared to be the only 2 on duty for our 3 days, so were very busy and did not appear happy about it. Could do much better with their tips if they would only smile!
January 22, 2013
Rated 5 out of 5 by mikensue 1st Time in Hawaii
The staff at the Sheraton Waikiki was professional, friendly and helpful. They went out of their way to provide any and all assistance we needed. The hotel lobby, shops, restaurants and pools were clean, comfortable and inviting. The room itself was great with a spectacular view of Waikiki Beach and Diamond Head. A great first experience in Hawaii.
October 15, 2013
Rated 3 out of 5 by Alii Room condition/Concierge
Bath tub shower was clogged with standing water while taking a shower. Resort fee card states exercise classes are available. However these classes are not available every day. Should be noted on card depends on day. Room was freshly painted and looked great, however still had strong fumes. Concierge was unable to provide information in a timely fashion. Requested information 24 hours in advance of desired activity time. No information given. Felt as if the Concierge did not have time to be bothered.
July 25, 2012
Rated 2 out of 5 by travelpro65 Riding on Reputation
The Sheraton has a great location...no doubt, but the hotel has seen better days. The hallway wallpaper outside rooms 440,441 was peeling. The shower curtain was very musty and the pipes were very noisy when the shower ran. The check in and check out process is so poorly staffed it is painful. Forty min to check in or out. Sheraton has a system that pulls people from the Starwood Preferred line and if you are a customer in the regular line, you are in purgatory. No guarantee when you may get processed if Starwood customers keep joining their line. All of the tourists who are non-English speaking also slow the process immensely. The lobby and stores are shiny, but the rooms have seen better days. Rooms above the bar area to at least six floors up are VERY noisy until well after midnight.
April 7, 2013
Rated 4 out of 5 by MaxT1 Great place, but too food too pricey for a family and for the quality.
The pool and outdoor features were top notch! We could not complaint about these, but the restaurants were extremely pricey for the quality of food and for a family. We would stay again, but not eat meals here. My granddaughter loved Peets and their drinks,but again, very expensive.
We spent $50 for two for breakfast at the brunch on Sunday and were not aware of the price beforehand or would not have eaten there. The pool was by far the best feature and would stay again just for it!!
July 21, 2013
Rated 1 out of 5 by Blizz substandard hotel
Staff not interested in there jobs annoyed when asked questions then not listening would not only not recommend would advise others not to stay there and we were guests of Maui Jim
October 28, 2013
Rated 4 out of 5 by Lalabu Late arrival of a roll out bed
I requested a double bed for and at check in only King bed was available, the staff offered a roll out bed at no charge and that was fine. we checked in at 1130am and at 4:00pm I had to call to check on the bed due to my husbad and I going to a party, we were told it was on its way. At 11:30pm we arrived back at our room to find my son sleeping on the floor. called again and they FINALLY CAME. Other than that I LOVED my stay!
September 16, 2013
Rated 5 out of 5 by Queenmommy This hotel treats platinum members well
My family stayed here for five nights and had a great time. We have stayed at this hotel numerous time and am glad to see management try to make improvements over the years. We did not get an upgrade to a suite so the room was a little small for 4. The best thing was access to club level. The food, drinks have improved. The staff is always very nice.
The only thing I would suggest is to allow platinum members complentary access to beach chairs on the beach.
August 24, 2013
Rated 1 out of 5 by lookingforbetterhotel Love SPG-hated this hotel/staff/stay
As an SPG Gold Member for at least 10 years, an affluent American Express SPG card user, we have always experienced outstanding service from SPG, and love Starwood properties. This stay was bad from the moment I booked the room. I went online and booked the room through SPG.com, and about two days later I received an email from SPG offering an upgrade to oceanfront for $100 per night. I was thrilled as it was our anniversary, and I called SPG to do the upgrade. I was told the hotel was full (in January, three months before our stay) and I could not upgrade. I was bummed, but I understood, didn’t think too much of it and moved on. Well, I was really upset when I received an email about three weeks later from Travelocity offering great Hawaii deals. There, on the list were ocean front rooms—you didn’t even need to be an spg member, certainly not a GOLD member to book them. And I thought, “but they told me there were no rooms left”. I was upset, so I called back on 2/22/13, and this time I took names and escalated my situation. I spoke to Joan and said “hey, I’m spg, I’m gold, I’ve been with you guys for 10 years, I refer this spg card all the time, I love spg, but this isn’t cool.” She gave me the same story that hotel was full and I could ask for upgrade when I got there. I kept saying “how is it full for spg MEMBERS, GOLD members, but any average non-member off the street can go to Travelocity.com and get an ocean front room??? I asked for her supervisor and got Phillip, who said the same thing???? Are you kidding? I asked for his supervisor and got transferred to Mike Sperling (sp?) voicemail. Mike didn’t call me back. So, I had to call Mike AGAIN, and got his voicemail AGAIN. I told him to call me and to be prepared with an address of where I could send a written complaint. He called a WEEK LATER and left a message with an email address of where to send my complaint, no offer of assistance. I was pretty disappointed with three levels of spg at this point, and thought “forget it”. It was a month before our vacation, I was done working with this type of incompetence and lack of customer service.
I got to the hotel, got in the SPG line and asked for an upgrade to ocean front, maybe club level, or at least a high floor with a nice view. I was denied, and told that as ONLY a Gold member (not platinum—which is funny because I spend so much money on my amex card that I always have free nights at spg, so I don’t pay for rooms, so how could I be platinum without a timeshare?) I was denied, and told that as ONLY a Gold member, I could only get a standard upgrade from city view to mountain view, implying a view of Diamondhead. I asked for the manager and Brian or Bryce said there were no ocean front rooms available, not even to pay for. Really? Really? Really Anywho, when I said “really?” he said well I could change your room every single day and get you an ocean front room but you’d have to move every day. I said, that makes no sense, if you have seven nights, you should be able to get me into one room for the whole stay by adjusting incoming guests. It was Friday afternoon after all. (This is funny because we met people in the pool who got a free ocean front upgrade AFTER we had asked to pay for one- ridiculous)The mountain view we got was only on the 15th floor, it overlooked the parking garage and dumpsters and bunch of condos. There was a mountain in the distance, not Diamondhead. So, fine, I wasn’t going to ruin my vacation because SPG and Sheraton had clearly gone downhill. Continuing on with the front desk clerk, we said we wanted to valet for a week, and she said we couldn’t because we had self parked before check in. My husband explained that the pull up area in front was so busy, that the attendant told him to self park and check in and then we could valet. Another REALLY? REALLY? REALLY?
Okay, it’s my anniversary, I am going to be happy, and we go upstairs—lovely walk to elevators, beautiful hotel. Get upstairs, very thirsty so I go for ice and a soda on our floor. Ice machine empty, soda machine empty of ALL types of soda and water. Go back to room. The bellman showed up with bags, and I told him the soda machine was empty. He suggested going across the street to ABC. Now it’s just funny. The soda machine never got filled by the way….not all week. Which kind of stinks when you want to walk down the hall and get a soda. But hey, it’s my anniversary, it was only 50,000 points, I’m not going to ruin my week. Not until our phone didn’t work. I had to call the front desk from my cell phone to tell them my room phone didn’t work. They said they would send someone, but they never did. As it turned out, it was sporadic. The guest services line ironically didn’t work. Guest services would answer, knowing it was my room calling, and they could never hear me, but they never tried to call the room or check on me even though I called dozens of times. Dialing zero worked most of the time. Go to room 1519 today…bet guest services line still doesn’t work. The lamp on my side of the bed didn’t work, didn’t get fixed. The hot pot for boiling water for tea didn’t work, never got replaced. Then we weren’t getting water in our room-called housekeeping and they were OUT. LOL. None in the machines, none in hotel. So, I’m starting to wonder, what the hek is my $30 resort fee for? The internet was slow, couldn’t stream on my ipad, no hot pot, no valet parking, no phone, lamp is broken, no bottled water. Well, it didn’t end there…we were without washcloths on most days, housekeeping forgot them, also forgot coffee cups…just a lousy experience. I had to call for everything I needed every morning.
Surely, I thought the pool must be better. WRONG. It’s my anniversary, so I’m going to enjoy it anyway, right? WRONG. So we go to pool with our gold bracelets on and set our things down and tell the attendant we will be right back. Came back 15 minutes later with a tag on our chair saying our things had been moved. Got them back, no big deal, got new chairs, now without an umbrella and a table and an ocean view, now we viewed the backs of other people’s chairs. We inquired about the cabanas and decided to rent one for $60 to FINALLY get our ocean view. Well, when we came down that day, we had to chase people off our reserved chairs, the attendant should have been watching this. We relax, go into the pool and when we came back, our things were taken again!!! WHAT? We reserved the cabana? No big deal, I go ask for them, and I got my flip flops, but not my silk wrap. My very expensive, new, anniversary gift, silk wrap. Apparently, my things were picked up with another guests, and they didn’t claim my cheap flip flops, but claimed my wrap. Did the pool attendant offer to call them? NOPE. So, we decided, let’s get out of here. Went to concierge for Map, and the girl was locking up cabinets saying sorry, she couldn’t give us a map. FINE, another spg failure.
We get back after a few Mai Tai’s some shopping, and our room key doesn’t work. We call from the lobby phone to send someone with a key, but no one comes. So, we haul all of our shopping bags downstairs to front desk and they give us new keys. Haul it all back up, go to bed…thoroughly disgusted with this stay. Come back the next day, our keys don’t work again. By sheer luck, I see a facilities guy by the elevator, he let me into my room, where my id was, checked my id and sent someone with new keys. By that time, we are done with resort. We went to Northshore, came back after a long day to a full parking garage…the list goes on and on…it was a nightmare stay. I called for manager Kelly and was told I couldn’t talk to GM. I have been debating all week about calling, so this opportunity was good. I want my points back, I want my resort fee back, I want my $60 cabana fee back and I want my silk wrap back. Starting to look at other hotel programs
April 17, 2013
Rated 4 out of 5 by mrsmrtguy first visit to hawaii
Hotel looks more like a resort.. it's pretty amazing. One small negative is that the infinity pool is super tiny and it doesnt have much of its own beach front like many of the other hotels have. The check in process also seemed to take quite a bit longer than it does usually..but other than these items, the view and hotel was absolutely great. i loved how the room had a large balcony and u could see the ocean from the shower. Definitely get the ocean view, it makes the world of difference.
March 4, 2013
Rated 4 out of 5 by Zumis Great view, rooms need updating
Although we were given a room on the 31st floor, which might indicate a location of being upgraded, we found it to be the opposite, maybe the only room on that floor no one else wanted. It was as far from the elevator as you could get, the room needs to be rejuvenated, and it was right next door to some kind of mechanical or equipment room which droned for 24 hours a day. The staff was, as we have found on previous stays, very friendly and helpful. We plan to stay here again in the future.
December 2, 2012
Rated 5 out of 5 by vince1254 Paradise!
Straight on Waikiki Beach.
Staff are incredible. Very respectful.
Thanks a lot !
October 31, 2013
Rated 4 out of 5 by GJW68 Fabulous infinity pool
We loved the infinity pool and spent hours each afternoon floating on the bean bags in the water. We also loved spotting turtles from our ocean front room balcony. When booking we always make sure we do not have a solid front to our balcony as this restricts the fantastic views. All staff were always friendly and helpful. Breakfast was excellent. Often there were long slow moving queues at the check in, check out desks. Extra staff at busy times would be an improvement.
July 29, 2013
Rated 5 out of 5 by ice1 great hotel for families
My family's second stay here and it gets better. The pool is the best for families and the pool table is an added bonus. Plus as a Starwood member we got a free goody bag and four free drinks for each of us. The hotel location is near all the shops as well. We will stay there again in 2014.
October 16, 2013
Rated 4 out of 5 by Jacksnow1 Summer Vacation
This is the second time that my wife and I have stayed at your hotel. Last year my wife and I were upgraded to a suite and it was great. This year we were upgraded to an Ocean View and it was fine. Very busy at this time of the year but well worth it. The staff was great! There were two individuals that stood out. Stanley at the Club Floor and Brett at the infinity pool. They looked after our needs. It was great to celebrate our 25th wedding anniversary at this hotel.
July 24, 2013
Rated 3 out of 5 by Veronica This hotel is in a great location
First, I am totally disappointed with the Hotel Rates. When I book a hotel I expect all fees to be discussed upfront. It should $325 per night all taxes and resort fees included. Because no matter what $325 per night is what you will end up paying, there is no choice. So why advertise and lure you in with $260 + + +? We have to budget for the $325 not the $260, it is just deceiving. These additional fees should not be in the fine print. It should be front and center with the base rate.
In addition, the hotel could use some refresh and uplift. The doors of each room look like bunkers. There are no drawers in the room and only one sink (at least in our bedroom). Every room should also have an IPod dock.
The hotel is in a great location but it looked too much like a Vegas hotel instead of a Hawaii hotel!!!
March 24, 2013
Rated 5 out of 5 by HappyGuest1 GREAT LOCATION
The room was much bigger than I needed, now when do you say that? Everything needed was within the hotel, including TWO Peets Coffee places and a grab and go food spot. Fish Tacos by the pool were awesome.
I've gone to Wakiki for 30 years and stayed at muliple locations, this is my new favorite for location, immenties, and price. Housecleaning was the minimal, but fine. They could sell more drinks/food by pool if they came around more often, but again, it was in no way poor either.
February 17, 2013
Rated 4 out of 5 by Tracey Easy access to the best of Waikiki
Great and easy location for the beach, shopping and dining. As an SPG Gold, I got a nominal upgrade (as per the normal upgrades I tend to see,) but had a great sunset with partial ocean view. The rooms are comfortable and clean and the staff was very warm and welcoming.
October 16, 2013
Rated 3 out of 5 by Dissapointed2012 This hotel has a great location but.....
Althought this hotel has a great location in Waikiki this also contributes to the over crowding! We couldn't even sit at either of the pools, we had to keep checking back to see if we could get a seat to sit and enjoy the facilities. When we arrived we waited in line for quite a while to check in,our room smelled of cigarettes and we had to move to another floor. We were told someone would bring us new keys but we ended up having to go back down to get them. Pretty dissapointing!
July 25, 2012
Rated 5 out of 5 by VaGma VaGma
The Sheraton at Wikiki was an excellent family experience for all. The customer service, restaurants, views and cleanliness were superior. Our group of 5 enjoyed breakfast at the resort, dining at Rum Fire, shopping in the lobby. We also experienced a local Oahu parade with Hawaiian traditional singers and local band talent.
October 7, 2013
Rated 5 out of 5 by Gawk12 Great Stay
Extremely enjoyable stay. Great weather. Spent a lot of time poolside at Infinity pool, great pool service, great food. Pool attendfants made our stay very enjoyable. Rumfire bar excellent service and food.
Great to see bathrooms have been renovated since last year. Housemaids kept room spotless every day. Only complaint time in check in queue. 45 minutes. otherwise excellent stay. Thanks back again next year.
September 11, 2013
Rated 5 out of 5 by MelVlak12 BEST TIME EVER
We had the best 10 nights ever. We were lucky enough to be upgraded to a Kai Suite. 2 balconies, huge lounge room and loads of seating.
Check in - we were checked in well before 3:00pm - around 12:30 our room was ready.
Pool staff were so friendly and obliging. Highly recommend hiring a Cabana by the pool.
We ate at all 3 eateries and found them to be all fabulous.
Will definitely be back to stay again.
Jason in Reservations was just delightful, so helpful and informative about room types and bedding configuration.
Beds were super comfortable - the noise from the rum fire restaurant didn't bother us - you just close the balcony doors and it disappeared.
All furniture was in good condition - generous amount of toiletries were left each day and the Club Lounge was a great experience and the views fabulous.
October 16, 2012
Rated 5 out of 5 by Campos64 Something for All Ages
This is the perfect SPG Hotel for a family. There is something for the young and young at heart. Good night life and plenty of kid-friendly activities. The BEST swimming pool and water activities for children plus a separate pool area for adults. SPG recognition perks were a huge bonus with complimentary breakfast in the morning and social hour(s) in the early evening. All top notch not just pastries or cheese and crackers. Rooms are not spectacular but good size and clean.
June 1, 2012
Rated 2 out of 5 by Disappointed37 Barn-like hotel that lacked atmosphere and quality
This hotel lacked any atmosphere. We were staying in a small room at the end of a long corridor. The in room breakfast was small and over priced. We wanted to buy some bottled water and were required to go to three different floors before buying some (the vending machines had run out of water.) The rooms were noisy. Fortunately for our SPG recognition we were able to jump the enormous queue to check in. All in all, this hotel was extremely disappointing.
July 12, 2013
Rated 5 out of 5 by BOMA BOMA WBM
As a building manager I may sometimes be critical of things when I observer them. First let me state the Sheraton Waikiki was a very pleasant stay and with a few exceptions a very enjoyable experience. As a smoker I do realized that we have to be out of the way, but the only three spots to smoke in were very unsatisfactory…the balcony on the second floor over the fish pond was nice, but there was no seating, the other smoking area by the beach at least had seating, but seemed to be in a back area and the area out front, which was actually across the street and not on your property was very uncomfortable. I understand that smokers are a growing minority, but it would be nice to have an area in the shade where we could smoke and be comfortable. Other than that my stay was a very pleasurable and your staff very helpful.
January 24, 2013